Customer Retention Specialist

About the Role

The Customer for Life Specialist delivers exceptional customer service and solutions by implementing customer retention strategies to increase loyalty and retain business. This role works directly with customers at risk of cancelling services, addressing complaints and implementing retention strategies to secure renewals or saves.

Responsibilities

• Negotiate renewals or saves to retain customers and upsell products and services.
• Perform customer negotiations to reach fair conclusions from both Guardian and customer perspectives.
• Consistently meet or exceed retention productivity goals.
• Retain an average of 70% or better of all cancellation calls and associated revenue daily.
• Resolve all customer calls within 24 hours to improve the overall cancellation rate.
• Ensure knowledge of competitors’ services to demonstrate Guardian’s advantages.
• Track contracts nearing expiration and contact customers directly for renewals.
• Analyze customer feedback to develop new retention techniques.
• Provide excellent customer service and ensure a positive customer experience.
• Build positive working relationships with at-risk customers for repeat business.
• Collaborate with sales, customer operations, and field service teams to assist in retention efforts.
• Maintain and document all customer interactions in the retention queue (MAS).

Requirements

• Excellent communication skills, including active listening.
• Ability to remain calm and in control during difficult conversations.
• Service-oriented with strong problem-solving skills to resolve customer grievances.
• Strong organizational and attention-to-detail skills.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or customer service specialization.
• High school diploma or equivalent.
• Customer service experience required.
• Experience with the product or service to which the specialist will be assigned is preferred.